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Director IT Service Delivery Job

Date: Nov 15, 2018

Location: Westborough-Home Office, MA, US, 01581

Company: BJ's Wholesale Club, Inc.

BJ's Wholesale Club was the first retailer to introduce the warehouse club concept in the northeastern United States. Today, we’re a multibillion dollar operation with more than 200 clubs in 16 states from Maine to Florida.

While our Members know us for helping them save up to 25% off grocery prices every day, our Team Members  love us for providing a supportive and engaging workplace that’s committed to developing great talent.

If you’re a motivated and enthusiastic person who enjoys working collaboratively and is committed to providing great service for our Members, we want to hear from you. BJ’s offers a fast-paced, team environment with great training opportunities and competitive salary and benefits packages to help you  succeed.

The Director of IT Service Delivery is an executive leader responsible for the design, transformation, and growth of all aspects of technology service management and systems availability. This leader will focus on the construction of key business and technology processes in the areas of: Incident Management, Major Incident Management, Problem Management, Change Management, Configuration Management, and Operations Center capabilities. In addition to business process leadership, this role will be responsible for defining, executing, and maturing a comprehensive strategy around infrastructure and application monitoring, reporting, and predictive response. This role also owns and directs the IT Service Desk function.




  • Work with the VP Information Technology, Infrastructure Technology and Solutions to develop and deliver an effective Strategic IT Plan, with an emphasis on leveraging IT Service Management processes and technologies to accomplish company objectives.
  • Develop the vision, strategy, and leadership plan for service management and systems availability.
  • Substantially contribute to the IT executive management team, offering industry best practices, efficient operational planning and delivery, and innovative thought leadership.
  • Develop and adhere to an effective service management budget sufficient to execute the IT Strategic Plan while maintaining continuous IT operations.


IT Service Management

  • Ensure delivery of world-class 24x7x365 systems availability and performance through effective Operations and Incident Management processes, executive communications, and return-to-service activities.
  • Direct and ensure enforcement of Change Management processes, ensuring controls and approvals are adhered to per defined policies and standards.  Direct change scheduling to ensure minimum possible impact to operations and members.
  • Define and direct the technical processes for Problem Management in the resolution of complex system problems. Ensure determination and reporting on root cause for all problem events.
  • Ensure proactive monitoring and direct vendor service delivery per stated Service Level Agreements.  Ensure a single point of contact is assigned to act as the primary interface to teams and vendors during critical incident and problem management events, as well as all internal escalations and executive communications regarding system issues and service delays.
  • Direct reviews of Incident and Problem data for trends and recurrence of issues, identifying opportunities to reduce the frequency and eliminate service impacting events.
  • Direct and lead the Service Desk function, providing 18.5x7x363 support for team members and members. Direct improvements in first call resolution, ticket/call reduction, and seamless integration with the Major Incident Management process.
  • Own Product Management of the enterprise IT Service Management platform, and work collaboratively with the application owner to determine product roadmap within BJs, prioritize defect remediation and enhancement requests, and plan process optimization.
  • Establish and report monthly on effective, actionable metrics for all IT Service Management processes and Service Desk operations.




  • Lead the IT Service Management team to proactively identify and assist in implementing efficiency improvements and technology advancements that deliver tangible return.
  • Meet or exceed defined service level agreements with both internal team members and and service providers, and create service and operational agreements where there are gaps.
  • Define, monitor, and achieve availability and performance targets. Monitor and achieve functional business services to ensure BJs is able to conduct business during stated hours for each delivery channel.


Personnel Management

  • Responsible for the management and oversight of IT Service Management personnel, including IT process managers and third-party service delivery providers.
  • Recruit, develop, and retain an excellent IT staff that enables exceptional member experience.
  • Develop an optimal organizational structure with clearly defined roles and responsibilities, including mentoring and career development of IT Service Management personnel.
  • Develop and enforce appropriate policies, procedures, and resource management practices.



  • Four-year college degree in Information Systems, Business, Computer Science or equivalent work experience.
  • Minimum of twelve (12) years of IT service operations experience with at least five (5) years leading ITIL / IT Service Management teams and initiatives.
  • Minimum of three (3) years of experience as an IT Executive, working with senior executives on technology strategy development and execution.
  • Must be at least ITIL v3 Foundation certified.
  • Must have strong financial acumen and experience managing cross-functional, sourced, or matrixed teams, including third-party service providers.

BJ's Wholesale Club is committed to a policy of equal employment opportunity for all qualified team members and applicants for employment without regard to race, religion, color, sex, sexual orientation, age, ancestry, national origin, physical and/or mental disability, genetic information, atypical cellular or blood trait, marital and/or familial status, pregnancy, gender identity and expression, military or veteran status, or any other characteristics protected by applicable law.

Nearest Major Market: Worcester